1. A buyer has paid but I can't see their payment?
The buyer might have paid via BPAY which can take 1 to 3 business days to process. Once the payment clears on our end, we will send you both confirmation via email letting you know the funds have been secured in to PayProtect.
2. Are there any fees involved in PayProtect?
Fees apply for buyers and sellers, read article here for more info
3. As a buyer, when should I be releasing the funds to the seller?
We strongly recommend that as a buyer you do not release funds to the seller until you have had a chance to inspect the vehicle, are happy with its condition and are definite that you’d like to proceed with the purchase. For more information on safety tips for buyers, click here.
We recommend undertaking a CarFacts History Report to ensure that you have reviewed if there is any finance owing on the vehicle and ensure that the seller has arrangements with its financier to provide clear title of the vehicle to you.
4. As a seller, when should I be handing the keys to the buyer?
The benefit of PayProtect is that you can be comfortable giving the buyer possession of the car as soon as the funds are in the PayProtect account. The funds cannot be returned to the Buyer without your consent.
5. Can I make more than 1 payment for the same item?
You can only make one transaction per item. You cannot make two separate payments. Example: If the car's advertised sale price is $10,000, you need to pay $10,000 in one transaction, you cannot split the payment in to 2 or 3 payments, e.g. $5000 and $5000 to make up the whole amount.
6. How can I get a refund (buyer)?
While funds are still in the PayProtect holding account, you can request a full refund (which the seller can then approve) to release the funds back to you. You will receive the full amount you paid including any transaction fees and card fees. We cannot issue a refund without the seller's approval.
If you and the seller have agreed to a final sale price less than the amount the buyer has paid into PayProtect (the original listed advert price), the buyer will be refunded that amount to their card used for purchase or will be prompted for the bank details used to send funds via BPAY.
Please call our customer service team on 13 72 53 or email us at firstname.lastname@example.org if you have any queries.
7. As a seller using PayProtect, how will I be paid for the sale of my vehicle?
Sellers will be asked to submit their Australian bank account details – this is the account your payment will be transferred to once the buyer has released the funds.
8. How long will it take to receive my payment?
Your payment will take between 1 to 3 business days from the time the buyer releases the funds to reach your account depending on your bank’s processing speed.
9. Where are payments held?
The PayProtect holding account is an Australian bank account managed by our trusted payment services provider. All payments are secured and encrypted.
10. Will you share my bank details with the person I’m transacting with?
No. All customer bank details are secured and encrypted.
11. I would like to place a deposit on a car. Can I do this through PayProtect?
No, PayProtect cannot be used for deposits at this stage but keep an eye out for updates on when this feature is released.
12. I am a seller who has sold my car to a buyer via PayProtect. Why haven’t I received my payment from PayProtect yet?
If paid to your bank account, it's possible that your bank details were entered incorrectly. Please check your email for any correspondence from us. If you haven’t received anything, please contact us for assistance.
13.What is the procedure if I pay into PayProtect and then decide not to buy the car?
If you have paid into PayProtect, and change your mind about the car, you can request and then receive a full refund as long as you have not taken possession of the vehicle.
14. Why do I need to provide ID to PayProtect?
We may require additional verification of your identity to remain in compliance with financial and government regulations.
All information and photos supplied are secured and encrypted and are only used for the purpose of verifying your identity.
Specifically, the reason we request a photo of you holding your identification (instead of requesting a scanned copy) is to ensure that the person providing the identification matches the person in the photograph. This is to prevent someone unlawfully obtaining a copy of your identification and using it without your knowledge.
15. Will funds paid by credit card be treated as a cash advance?
Credit card payments made to PayProtect are considered an online card payment by most banks. The cash advance feature generally only applies when the credit card is used to withdraw funds from an ATM or over the counter at the bank. However we recommend you check with your bank for more information. If using BPAY with your credit card, we recommend contacting your bank to check for additional fees/interest.
16. Do you accept travel cards?
For security reasons, travel cards are not accepted for PayProtect payments.
17. Why can't I start a PayProtect transaction?
We are making way for some exciting updates so we have decided to temporarily disable PayProtect. Existing transactions will be able to proceed however we are not allowing new transactions at this time.